Claver, Enrique; Gascó, José L.; Llopis, Juan; … - In: Business Process Management Journal 6 (2000) 4, pp. 342-358
This paper analyzes the efforts made by the Telefonica Group (the main Spanish firm in the telecommunications sector) to evolve from a bureaucratic culture to another oriented towards total quality and the customer. The need for this change came as a result of the liberalization in the...